JOB DESCRIPTION

IT Technical Support Officer

Position Overview

The IT Technical Support Officer is responsible for providing technical assistance and support to employees, maintaining computer systems and IT equipment, troubleshooting hardware and software issues, and ensuring the smooth and reliable operation of the organization’s IT infrastructure.

The role requires strong problem-solving skills, good communication, attention to detail, and the ability to respond promptly to technical concerns.

Key Responsibilities

• Provide first-level technical support to employees for hardware, software, network, and system-related concerns.
• Diagnose and troubleshoot computer, printer, scanner, telephone, and other IT equipment issues.
• Install, configure, maintain, and update computers, software applications, peripherals, and other IT devices.
• Assist users with operating systems, Microsoft Office applications, email, internet access, and other business applications.
• Perform routine maintenance and preventive checks on IT equipment and systems.
• Monitor and troubleshoot basic network connectivity, including LAN, Wi-Fi, and internet-related issues.
• Set up and configure workstations, user accounts, printers, and other IT resources for new and existing employees.
• Maintain accurate records of IT assets, equipment assignments, software licenses, and technical support requests.
• Manage and document help desk tickets and ensure issues are resolved within established service standards.
• Escalate complex technical issues to the appropriate IT personnel, vendors, or service providers when necessary.
• Assist with data backup, system recovery, antivirus protection, and other basic IT security measures.
• Support IT-related projects, system upgrades, equipment deployments, and office relocations.
• Ensure IT equipment and systems are properly secured and used in accordance with company policies.
• Provide basic training and guidance to employees on the proper use of IT systems and applications.
• Coordinate with external IT suppliers and service providers for repairs, maintenance, and technical support.
• Perform other IT-related duties and responsibilities as assigned by the supervisor or management.

Qualifications

• Bachelor’s degree or diploma in Information Technology, Computer Science, Computer Engineering, or a related field.
• Previous experience in IT technical support, help desk, or a similar position is preferred.
• Knowledge of computer hardware, software installation, operating systems, and basic networking.
• Familiarity with Microsoft Windows and Microsoft Office applications.
• Basic knowledge of LAN, Wi-Fi, TCP/IP, printers, and other common IT infrastructure.
• Knowledge of IT troubleshooting and preventive maintenance procedures.
• Good problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Customer-service oriented and able to work well with users at different technical skill levels.
• Ability to work independently and as part of a team.
• Willingness to learn new technologies and IT systems.

Preferred Skills / Certifications

• CompTIA A+, Network+, or equivalent certification is an advantage.
• Microsoft-related certifications are an advantage.
• Experience with Microsoft 365, Active Directory, or cloud-based applications is a plus.
• Basic knowledge of cybersecurity and data protection practices is preferred.

Working Conditions

• Primarily office-based, with occasional movement between departments, offices, or work areas.
• May be required to work beyond regular office hours when handling urgent technical issues, system maintenance, or IT deployments.
• May occasionally be required to lift, move, or install computer equipment and peripherals.